Complaints Procedure for Garden Maintenance Raynes Park

Purpose and scope. This complaints procedure sets out how we handle concerns about garden maintenance Raynes Park services and other related landscaping maintenance activities. It explains how a complaint is recorded, investigated, and resolved. The procedure applies to all aspects of the gardening and grounds care services we provide, including routine garden care, seasonal works, planting and turfing, hedge and tree maintenance, and property boundary works, and is intended to be fair, accessible and proportionate.

We encourage anyone with a concern about garden services in Raynes Park to raise it promptly so we can respond effectively. When a concern is raised informally, our team will seek to resolve it swiftly and, where appropriate, propose a practical remedy. Informal resolution is preferred for minor issues such as missed visits, tidiness, or scheduling queries. However, more serious matters will follow a formal review.

How to make a formal complaint. A formal complaint should set out the nature of the issue, the dates and locations of the work involved, and the remedy you are seeking. We will acknowledge receipt of a formal complaint promptly and record it in our complaints register. All formal complaints about Raynes Park garden maintenance will be handled objectively, with confidentiality for all parties involved.

On receipt of a formal complaint we will:

• Acknowledge the complaint in writing or by the preferred communication method within a short, defined period.
• Assign a named officer to investigate the matter and maintain a clear record of steps taken.
• Gather relevant information from staff, subcontractors and any site notes or photographs taken during the work.

Investigation and timescales

Our aim is to investigate complaints about gardening services in a timely manner. Investigations will normally be completed within a specified period, during which we will keep you informed of progress. Typical timescales are an initial acknowledgement within a few working days and a full response within up to 20 working days. If a complex investigation requires more time, we will provide interim updates and an estimated completion date.

Fair assessment. The investigation will consider the original service agreement, any site records, scheduling logs and communications. Where remedial work is appropriate, we will outline the proposed action and timescales. Remedies may include redoing the work, offering a partial refund where appropriate, or negotiating a reasonable alternative. All proposed remedies will be proportionate to the issue identified.

We take data protection and confidentiality seriously. Records of complaints will be retained in accordance with our records retention policy and relevant legislation. Personal information collected as part of a complaint will only be used to investigate and resolve the matter and will not be disclosed unnecessarily.

Escalation and independent review

If you are not satisfied with the outcome of our internal process, you may request escalation. Escalation will prompt a senior review of the case, which will consider whether procedures were followed and whether the remedy provided is reasonable. If a mutually agreeable resolution cannot be reached, the complaint may be referred to an independent review body or mediator where appropriate and available. Such external review will be conducted by an impartial third party; we will provide a clear summary of our investigation to assist that process.

Accessibility and support. We are committed to ensuring the complaints process is accessible to everyone. If you require assistance to make a complaint or need alternative formats—such as large print, audio, or translation support—please indicate this at the outset. We will make reasonable adjustments to support full participation in the process.

Outcomes will be communicated in writing and will set out the findings, any remedial action taken, and any further options available. Where necessary, we will amend our operational procedures or training to reduce the risk of similar complaints arising in the future. Our response will be clear about the reasons for the decision and, where appropriate, the steps taken to prevent recurrence.

Records of each complaint will include:

• Summary of the complaint and dates;
• Actions taken during the investigation;
• Outcome and any remedy provided;
• Lessons learned and any changes implemented.

Principles we follow. Our complaints handling is guided by fairness, transparency and promptness. We seek to resolve disputes amicably and professionally, keeping the needs of the client and the integrity of the gardening services in balance. Where differences cannot be resolved internally, an independent review offers a final avenue for impartial determination.

Continuous improvement. All complaints are treated as opportunities to improve the quality of our garden care and landscaping maintenance. Outcomes and trends are reviewed periodically to inform staff training and service planning, helping ensure future work meets expected standards.

Final note. This procedure applies to complaints about garden maintenance in the service area and to any related horticultural services provided by our teams. It is designed to be proportionate, accessible and effective in reaching fair outcomes for all parties involved.